Tracy Quillen Mcgilton
Fox Lake,IL
Summary
Energetic and optimistic customer service orientated candidate with 20+ years of experience in assisting customers, and teammates, in solving complex issues. Looking to obtain a position where I can effectively utilize my organizational, time management, and customer service skills.
Overview
19
19
years of professional experience
Work History
Fraud Analyst
Andigo Credit Union
Schaumburg, IL
06.2017 - 09.2019
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Maintain fraud analytics database, tracking fraud trends and statuses of various types of fraud.
- Contacted customers directly to notify and discuss fraudulent activity and minimize impacts.
- Collaborated with team members and vendors to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed, investigated, and processed debit and credit fraud disputes.
- Review suspicious documentation submitted for both online accounts, as well as new loan requests.
- Assist the Compliance Analyst in investigating suspicious activity, and filing of SARS reports.
Loss Prevention Associate
Andigo Credit Union
Schaumburg, IL
02.2012 - 06.2017
- Consulted with team members and management to perform loss investigations.
- Prepared loss reports for management regarding breach losses and recommendations for improvement and future needs.
- Increased company understanding of loss control strategies through training seminars and implementation of new programs.
- Review and contact members regarding delinquent Visa credit card accounts.
- Provide members with repayment plans and modification programs to bring accounts current.
- Intake of general customer service calls daily.
Branch Specialist (Front Line Teller)
Andigo Credit Union
Schaumburg, IL
09.2005 - 02.2012
- Opened new accounts for members and explained features and benefits for each type.
- Assist members with teller transactions, member service issues, account maintenance, and other daily operational duties.
- Promoted products and services, educated customers and engaged in sales-oriented conversations.
- Assisted members with new loan requests and loan protection programs.
- Assisted members with filing claims associated with with their loans.
- Assisted customers with self-service transactions, and online banking.
- General customer service duties.
Customer Service Representative/Auditing Clerk
Globe Amerada Glass Company
Elk Grove Village, IL
10.2000 - 09.2005
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Keep organized notes and documentation on all calls to ensure timely follow up.
- Answer constant flow of customer calls promptly to avoid extended wait times.
- Reviewed daily accounts payable and accounts receivable reports.
- Resolve audits and accounts payable on weekly basis.
- Negotiate Vendor pricing for audit.
- Match weekly payables batch for weekly and monthly closing.
Education
No Degree - Business Administration
Harper Community College
Palatine, ILSkills
- Attention to Customer Care
- Attention to Detail
- Risk Level Determination Competency
- Excellent Written and Communication Skills
- Creative and Collaboration Solutions Capable
- Team Oriented Worker
Timeline
Fraud Analyst
Andigo Credit Union
06.2017 - 09.2019
Loss Prevention Associate
Andigo Credit Union
02.2012 - 06.2017
Branch Specialist (Front Line Teller)
Andigo Credit Union
09.2005 - 02.2012
Customer Service Representative/Auditing Clerk
Globe Amerada Glass Company
10.2000 - 09.2005
No Degree - Business Administration
Harper Community College
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